Terrible customer service. I approached them when the ear cups on my over the ear headphones came away. Contact was initially good. The product was out of warranty so I purchased replacement ear cups that I was assured would fit. When they arrived I spent 50 frustrating minutes trying to attach the first one. It was impossible. They were too small for the headphones and when one side was in and you tried to stretch the other side across it would pop off. I contacted customer services again on WhatsApp and was asked to take them to Bose approved vendor. There was one in my home town so I headed off there the same day and asked them to fit them. They told me “no problem - we do loads of these, come back in 30 minutes”. When I got back they were at a loss. They told me they’d never had ear cups like it. Two members of staff tried for 30 minutes and told me in their opinion there was an issue with the manufacturing of the part. There was no give and stretch and it was impossible. They told me they had never had a problem attaching them before. So when I got home I contacted customer service on WhatsApp again. I told them what the Bose approved vendor said and Bose initially said they would send out another set of ear cups. They then told me there had been a “miscommunication” (there hadn’t - it was quite clear what they said) and they told me the only resolution would be to buy a new pair of headphones, but they’d give me a discount. I’d already told them that the point of my buying the spare part was that I didn’t have £200 to spend on a new set of headphones when I had a perfectly good working set at home. So, I found myself in the position that I’d done everything they asked of me, and I’d bought a replacement part that was unfit for purpose but they were not prepared to replace it. I even had to insist that they refund me the £20. After being so poor with me and lying about there being a miscommunication the agent had the cheek to sign off the chat by telling me to “stay safe and smile”.You what mate? Yeah. I’m dead chuffed that I have a perfectly good fully functioning pair of Bose headphones that I can do absolutely nothing with as I don’t have ear cups for them. Big smiles here. What a joke. Terrible customer service. Terrible company. Avoid. Avoid. Avoid. I will never buy Bose again.
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